Program Manager – Proactive Customer Engagement

Broadcom•Durham, NC

11d•$90,000 - $144,000

About The Position

We are seeking an experienced and innovative Program Manager – Proactive Customer Engagement to lead strategic initiatives that transform how our Technical Support organization engages with customers. This individual contributor role is responsible for developing and executing scalable programs that proactively address customer needs, improve product adoption, reduce reactive support interactions, and enhance the overall customer experience. Working closely with Technical Support leadership, the Program Manager will leverage customer insights, support trends, and operational data to identify opportunities for proactive engagement. Success in this role requires a combination of strategic thinking, program management expertise, analytical skills, and a passion for creating meaningful customer outcomes.

Requirements

Bachelor's degree and 8+ years of experience in program management, technical support, customer success, or a related role.
Experience designing and managing cross-functional initiatives that deliver measurable business outcomes.
Strong understanding of enterprise Technical Support operations and customer engagement strategies.
Demonstrated ability to analyze data, identify trends, and translate insights into actionable programs.
Excellent organizational, communication, and presentation skills.
Proven ability to influence stakeholders and drive initiatives without direct management authority.
Strong project and program management skills with the ability to manage multiple initiatives simultaneously.

Nice To Haves

Previous Support Management experience
Experience within an enterprise software environment.
Familiarity with customer health metrics, customer adoption strategies, support analytics, and customer satisfaction measurements.
Experience developing customer enablement programs, knowledge-sharing initiatives, webinars, customer outreach campaigns, or similar engagement activities.
Experience with business intelligence and reporting tools.
PMP, Agile, Lean Sig Sigma or other program management certification is a plus.

Responsibilities

Develop and execute proactive customer engagement programs that improve customer success, product adoption, and overall customer satisfaction.
Identify opportunities to proactively engage customers through targeted outreach, educational initiatives, customer health programs, best practice guidance, and other scalable engagement strategies.
Analyze customer support trends, case data, and operational metrics to identify recurring issues and opportunities for preventative engagement.
Design and manage programs that help customers maximize product value while reducing avoidable support interactions.
Establish program objectives, implementation plans, timelines, success metrics, and reporting mechanisms to measure business impact.
Collaborate with Technical Support leadership to prioritize and execute strategic initiatives aligned with organizational objectives.
Develop repeatable frameworks and best practices that enable Technical Support teams to engage customers more proactively and consistently.
Monitor program effectiveness through data analysis and customer feedback, continuously refining initiatives to improve outcomes.
Prepare and deliver program updates, recommendations, performance metrics and support insights to Technical Support leadership and cross functional teams.
Champion a culture of proactive customer engagement and continuous improvement throughout the Technical Support organization.